Good Morning,
As a long term 02 customer I have been utterly shocked by the service and lack of help I have had over the past week.
Last Monday I changed from Android to Apple and took up a new contract with O2 while also buying a refurbished Apple 12. The phone arrived on Tuesday and since then I have spent approximately 20 hours trying to get it sorted.
To keep it short the phone will not phone or text. If I take the SIM out (I have changed the SIM several times) and transfer it to my old phone, my old phone then works. If I borrow an 02 SIM the new phone then works. I was advised to visit and an O2 store who tried changing SIM etc but could not help. That was almost 4 hours wasted.
Additionally (but according to 02 not a factor in the phone not working) 02 charged me 3 times for the phone (one payment went through, two were pending). O2 told me to resolve it with the bank. The bank told me it was an O2 issue. That was several more hours wasted. Thankfully the pending transactions now seem to no longer show in my account.
I will not list the issues I have had with online chat and customer services. However I am concerned about several phone calls both my wife and I have received from an O2 Call Centre. In both cases the phones rang, we immediately picked up and started to talk. We could hear the Call Centre staff in the background but then the phone went dead. Any idea why this would happen?
Any help / advice would be gratefully appreciated as I am very much aware that I need to return the phone and cancel my contract soon if I am to move to another provider.
Thankyou
